Store policy
CrystalShopScotland.com
Terms and Conditions
1. About Us
The Crystal Shop Scotland Limited, trading as CrystalShopScotland.com ("we", "us", "our"), operates this website and shop.
Registered address: 61 South Street, St Andrews, Fife, KY16 9QR, Scotland.
Registered in Scotland under company number SC396223, registered office as above.
VAT registration number: 775086792.
Email: info@crystalshopscotland.co.uk Telephone: 01334 479445
2. How to Order
You can order a product ("Order") in any of these ways:
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Online via this website;
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By telephoning 01334 479445, 10.00am–4.00pm Monday to Friday (UK time);
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By visiting us in person: 10.00am–5.00pm Monday to Saturday, 12.00pm–5.00pm Sunday.
When you place an Order you are offering to buy the product at the price stated, subject to these Terms.
If you order online, we'll email to confirm we've received your Order. This confirmation is generated automatically and doesn't mean we can definitely fulfil it. We'll then check stock and send a second email: if the product is available and the Order details are correct, that email is our acceptance and will confirm price and delivery details; if it isn't available, we'll tell you that instead and you won't be charged.
We may decline to fulfil, or cancel, an Order — for example if a product turns out to be unavailable, mispriced, or we reasonably suspect fraud — and we may change or discontinue products at any time. If we cancel an Order, we'll refund anything you've paid for it in full. This doesn't affect your statutory rights.
Each Order is a separate contract.
3. Price and Payment
Sales to the UK include VAT at the current rate. Sales outside the UK do not include UK VAT or any local sales tax.
We try to make sure prices on the site are accurate, but mistakes can happen. If we spot a pricing error on your Order, we'll contact you before proceeding and give you the choice of paying the correct price or cancelling; if we can't reach you, we'll treat the Order as cancelled and refund you in full.
The total price you pay — including delivery — is shown in full before you enter your card details, and we don't add any further mandatory charges after that point. Delivery cost depends on the address you give us.
Prices are quoted in GBP. If you're paying from outside the UK, your card provider will convert the charge to your local currency at its own exchange rate; any currency converter on the site is a guide only. Charges and refunds are always processed in GBP, and we can't be responsible for losses caused by exchange-rate movements.
If you're ordering from outside the UK, you're responsible for any import duty or local tax due in your country — please check with your local customs office, as we can't advise on this.
Payment methods
You can pay by credit card (Visa, Mastercard), debit card (Visa Debit, Mastercard Debit), or PayPal. Orders placed online or by phone are processed the same way. We aim to take payment within one working day of receiving your Order.
Card details are encrypted in transit, and your card provider may run its own security checks to confirm it's you. Order confirmations and invoices are sent to the cardholder's billing address, even where the delivery address is different.
4. Availability
We try to keep stock information up to date but can't guarantee any specific product will always be available. All offers are while stocks last. If we can't supply something you've ordered, we'll tell you as soon as we can and refund anything you've already paid for it — you're welcome to cancel the rest of the Order too if you'd rather.
5. Delivery
We deliver to international destinations.
Delivery costs are shown automatically, in full, before you submit payment. If you order other than online by card — by phone, in person, or paying another way — please contact us first for delivery charges.
We aim to deliver within 4–10 working days in most cases, but delivery times vary by product — check the estimated delivery time on the individual product page. Orders go out by international airmail or courier; couriers usually require a signature, so please give us an address where someone can sign for the parcel.
We'll do everything reasonable to deliver within the time stated, but we won't be liable for loss caused by a late delivery. If your Order doesn't arrive within the estimated time, please contact us and we'll chase it up — or, if you'd rather, you can cancel and we'll refund what you paid. Please allow enough lead time when ordering, as we can't be responsible for delays outside our control. None of this affects your statutory rights as a consumer, including your cancellation rights in section 6.
6. Your Right to Cancel (14-Day Cooling-Off Period)
Most Orders placed online, by phone, or by post are "distance sales", and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a statutory right to change your mind, for any reason, within a cooling-off period — separate from, and in addition to, your rights if something's faulty (section 8).
This right starts the moment you place your Order and ends 14 days after the day you (or someone you nominate) receive the goods. If your Order is delivered in more than one parcel, the 14 days runs from when you receive the last one.
How to cancel
Tell us clearly before the 14 days is up — by emailing info@crystalshopscotland.co.uk, calling 01334 479445, or writing to us at the address in section 18. Please include your name, order number and date of order. You can use this form if it's easier:
“I/we hereby give notice that I/we cancel my/our contract for the supply of [description of goods], ordered on [date] / received on [date]. Name: _______ Address: _______ Signature (if by post): _______ Date: _______”
Returning the goods
Once you've told us you're cancelling, please return the goods to us within 14 days, unused and, where reasonably possible, in their original packaging. You're responsible for the cost of returning them, and for their safe arrival — we recommend a tracked or signed-for service and keeping proof of postage.
If the goods have been used or handled beyond what's needed to check them over (as you would in a shop), we may deduct an amount from your refund to reflect that reduction in value.
Your refund
We'll refund the price you paid for the goods, plus the standard delivery charge you originally paid, within 14 days of receiving the goods back (or of you providing evidence you've sent them, e.g. a proof-of-postage receipt) — whichever is sooner. If you chose a more expensive delivery option than our standard service, we'll only refund the cost of standard delivery. Refunds go back to the card or account you paid with.
What this right doesn't cover
The 14-day cancellation right above doesn't apply to:
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products made to your specification or clearly personalised for you (see section 9);
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goods that are sealed for health or hygiene reasons, once you've unsealed them after delivery, where this applies to a product;
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perishable goods.
This section is about changing your mind. If your item is faulty, damaged, or not what you ordered, see section 8 instead — different (better) terms apply.
7. Extended Returns Window (Change of Mind)
On top of the statutory 14 days above, we'll also accept returns of unwanted items as a goodwill gesture up to 30 working days after you receive them — provided they're unused, undamaged, and returned with your despatch note, all original packaging, and any components, having been given reasonable care.
For returns made in this extended, non-statutory window (i.e. after the first 14 days):
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Return postage: you're responsible for the cost of returning the item, and it isn't refunded.
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Original delivery charge: not refundable — the statutory refund of the original delivery charge in section 6 only applies within the first 14 days.
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Product refund: we'll refund the price you paid for the product itself once it's back with us and we've checked it's in the condition it was sent in.
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Risk in transit: you're responsible for the item until it reaches us — please use a tracked or signed-for service and keep proof of postage, as we can't refund items lost or damaged on the way back to us.
We aim to process refunds under this section within 14 days of receiving and checking the returned item, back to the card or account used for the original Order.
To start a return, please email info@crystalshopscotland.co.uk first — see section 14 for how returns work in practice.
8. Faulty, Damaged or Incorrect Products
We package our products carefully so they arrive in good condition. If something arrives faulty, damaged, or isn't what you ordered, you have rights under the Consumer Rights Act 2015, on top of anything in this document:
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Within 30 days of delivery: if the item is faulty, not as described, or not fit for purpose, you can reject it for a full refund.
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After 30 days (up to 6 months): you can ask for a free repair or replacement first; if that isn't possible or doesn't fix the problem within a reasonable time, you can ask for a price reduction or reject the item for a refund (which may be reduced to reflect use you've had from it).
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After 6 months: you may still have rights, but you'll generally need to show the fault was present when the item was delivered — please contact us and we'll talk it through.
Please email info@crystalshopscotland.co.uk to let us know before sending anything back, so we can advise on the best way to return it. Where an item is faulty, damaged, or incorrect (i.e. not simply unwanted):
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Return postage: we'll reimburse what it cost you to return it — please get a proof-of-postage certificate from the Post Office when you send it, as we need this to process the refund.
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Original delivery charge: refunded in full.
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Product: a full refund or a free replacement, whichever you'd prefer.
Postage refunds are processed alongside the product refund, to the card or account used for the original Order.
If it's been more than 30 days since you bought the item, please email us and we'll see what we can do. None of this affects your statutory rights under the Consumer Rights Act 2015.
9. Custom-Made and High-Value Products
Because of their bespoke nature, products made or personalised to your specification aren't covered by the 14-day change-of-mind right in section 6 once we've begun making them, or by the extended returns window in section 7. Your rights under section 8 if a custom item arrives faulty or damaged are not affected.
High-value items (over £2,000): these are sourced and imported specifically for the individual customer's order, so they count as made-to-order for the purposes of the custom-made paragraph above. This means the 14-day change-of-mind right in section 6 and the extended returns window in section 7 don't apply to them once we've placed the order with our supplier on your behalf; your rights under section 8 if a high-value item arrives faulty or damaged are not affected. Because of the value involved, please contact us before returning any high-value item so we can arrange a suitable tracked, signed-for and insured service together.
10. Data Protection and Your Privacy
We are the data controller for the personal data you give us. We handle it in line with the UK GDPR and the Data Protection Act 2018.
What we collect
Typically: your name, delivery and billing address, email, phone number, order and browsing history on our site, and payment details (processed securely by our payment provider — we don't store full card numbers ourselves).
Why we use it, and our lawful basis
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To fulfil your Order and provide customer service — necessary to perform our contract with you.
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To prevent fraud, for example by checking Order and card details against a credit reference or fraud-prevention agency, and to keep our accounts and site secure — our legitimate interest in protecting our business and customers, balanced against your rights. This may involve an automated check, but we don't make decisions with a legal or similarly significant effect about you without a person reviewing them; contact us if you'd like to know more.
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To keep accounting and tax records — a legal obligation.
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To send you marketing about our products, and to run prize draws or promotions you enter — your consent, or, for existing customers, our legitimate interest in telling you about similar products (see section 11), which you can opt out of at any time.
Sharing your data
We only share personal data with people who help us run the business — for example couriers, payment processors, and our IT providers — under contract, and only so far as they need it to provide that service. We do not sell, rent, or trade your personal data to other companies. Where a provider we use is based outside the UK, we make sure appropriate legal safeguards are in place before your data is transferred.
How long we keep it
We keep personal data only as long as we need it for the purposes above, or as long as we're legally required to (for example, accounting records), and then delete or anonymise it.
Your rights
You have the right to ask us for a copy of your data, to correct it, to have it deleted, to restrict or object to some of our uses of it, to ask us to move it elsewhere, and to withdraw any consent you've given us, at any time. To use any of these, email info@crystalshopscotland.co.uk.
If you're unhappy with how we've handled your data, we'd appreciate the chance to sort it out directly first — but you also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.
11. Marketing Communications
If you've bought from us before, we may email you about similar products, offers, or news we think you'll find useful, unless you've told us not to — every marketing email includes a link to unsubscribe. We won't bombard you.
If you're a new customer, we'll only send marketing emails if you've given us clear consent to — for example by ticking a box at checkout or signing up separately.
You can withdraw your consent, or unsubscribe, at any time using the link in any marketing email or by contacting us directly. We don't sell, rent, or pass on your details to third parties for their own marketing.
12. Cookies
Cookies are small files stored on your device that help websites work and help us understand how the site is used. We use a few different kinds:
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Strictly necessary cookies — needed for core features like your basket and checkout to work. These don't require your consent.
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Analytics and functionality cookies — help us understand how the site is used, or remember settings like your preferences. Current law (the Data (Use and Access) Act 2025) doesn't require your consent for these, but we'll tell you what they do, and give you an easy way to turn them off if you'd rather we didn't use them.
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Advertising and third-party cookies — used for marketing or shared with third parties for that purpose. We'll always ask for your consent before setting these, normally through a cookie banner when you first visit, and you can change your mind at any time.
You can also block or delete cookies through your browser settings at any time — your browser's help pages will explain how — though this may affect how parts of the site work.
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13. Copyright and Intellectual Property
Buying a product from us doesn't give you any copyright or other intellectual property rights in it, or the right to copy it.
The copyright in this website and its content — including its design, look and feel, photographs, and marketing materials — belongs to, or is licensed to, CrystalShopScotland.com, unless stated otherwise, and may not be used, copied, or altered without our consent.
You may use this website for your own private, non-commercial use — to view, copy, and print pages for the purpose of placing an Order. It may not be used for any other purpose without our permission.
We don't make any claim or warranty about other trade marks, or the trade marks of any brands featured on the site.
14. How to Return a Product
Whether you're cancelling under section 6, returning something unwanted under section 7, or returning a faulty item under section 8, please start by emailing info@crystalshopscotland.co.uk to let us know. We may give you a returns reference to include with the parcel to help us process it quickly, and we'll let you know how best to send it back.
Unless we've arranged a courier collection, please use a delivery method that requires a signature, and send returns to: CrystalShopScotland.com Customer Returns, 61 South Street, St Andrews, Fife, KY16 9QR.
You're responsible for the item, and for the cost of returning it, until it reaches us — except where it's faulty, damaged, or not what you ordered (section 8), in which case we cover both.
15. Our Responsibilities
We try to make our product descriptions and photographs as accurate as possible, but please check any dimensions given, or contact us, if exact sizing matters to you.
We insure ordered products at their retail value while they're being delivered to you. Please check your delivery as soon as you reasonably can after it arrives, as we can't cover loss or damage that isn't reported promptly.
We'll provide our services with reasonable skill and care, but the internet being what it is, we can't promise the website will always be available or fault-free, and we're not responsible for interruptions caused by things outside our control. Links on our site to other websites are for your convenience only — we don't control, and aren't responsible for, their content.
Nothing in these Terms limits any right you have as a consumer under the Consumer Rights Act 2015 or other law that can't be excluded, and nothing excludes or limits our liability for death or personal injury caused by our negligence, or for fraud. Subject to that, to the extent the law allows, we exclude liability for indirect or consequential loss, and for loss of profit or data not directly caused by something we've done wrong — though this doesn't affect your right to a refund, repair, replacement, or price reduction under sections 6–8.
You're responsible for any breach of these Terms by you, and for reimbursing us for any loss this causes us.
Please read the instructions or manuals that come with your products carefully, and use them safely and in line with the manufacturer's guidelines — we're not the manufacturer and can't advise on use or care beyond what's on the product page.
16. Complaints and Dispute Resolution
If something's gone wrong, please contact us first at info@crystalshopscotland.co.uk or on 01334 479445 — we'll always try to sort it out directly and quickly.
We're not currently a member of a certified Alternative Dispute Resolution (ADR) scheme, so we're not required to refer unresolved complaints to one. If you're not happy with how we've dealt with something, you can get free, impartial advice from the Citizens Advice consumer helpline (0808 223 1133, www.citizensadvice.org.uk) or your local Trading Standards service.
17. General
We may refuse access to the site, or suspend or end this agreement, at any time if we reasonably need to — including where you've broken these Terms — without affecting any other rights we have.
CrystalShopScotland.com acts as principal on its own account, not as anyone's agent.
If we don't enforce part of this agreement on one occasion, that doesn't stop us relying on it later.
If any part of these Terms turns out to be unenforceable, the rest continues to apply, and we'll interpret the affected part in a way that reflects our original intention as closely as possible.
These Terms are the whole agreement between you and us about your Order, and can only be changed in writing. They apply instead of any other terms you might propose.
We aim for the site to work well for customers everywhere, but we can't guarantee it complies with the local law of every country — please check your own local rules if you're ordering from outside the UK.
These Terms are governed by the law of Scotland, and the Scottish courts have jurisdiction over any dispute — though as a consumer, mandatory protections under the law of the part of the UK where you live still apply to you, and you may also be able to bring proceedings in your local courts.
18. Reaching Us
If you'd like help ordering, information about a product, or just want to give us feedback, please email info@crystalshopscotland.co.uk.
You can also reach us:
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by phone on 01334 479445, 10.00am–4.00pm Monday to Friday;
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by post at The Crystal Shop, 61 South Street, St Andrews, Fife, KY16 9QR.